Assistant Manager
Hewlett Packard
Total years of experience :16 years, 0 Months
Assistant Manager - Pre Sales & Customer Management Team (July '13 till date)
Managing the Pre sales team working on Siebel & Sales force.com (SFDC)
➢ Process Management
o Manages process performance and reviews Metrics and Operations SLA/KPI regularly
o Identifies Focus Areas/Pain Areas and develop Process improvement plans.
o Integrated 3 different processes into one End to End process enabling a single customer reach point for all queries/issues irrespective of regions - APJ, EMEA, AMS and South Pacific (AU & NZ)
o Focuses on continuous process improvements and identifies project opportunities to enhance the process efficiency
o Actively contributing to a critical project on Metrics Standardization across various operation centers
o Conducts VSM workshops to identify and eliminate Non Value Added activities
➢ Client Management
o Conducts Monthly Governance Meetings with clients to discuss process performance and to identify opportunities for improvements
o Conducts regular one to one meetings and feedback surveys with clients to understand their expectations/ requirements and to identify focus areas for the upcoming months.
➢ People & Talent Management
o Sets Goals and monitor employee performance through monthly reviews
o Conducts appraisals and recommends promotions & salary grade changes
o Guides and mentors direct reports to develop their respective career progression plans based on employee interests and required skill sets
o Forecasts potential attrition and takes steps to retain and maintain minimum attrition levels
o Manages employee conflicts and issues when required
➢ Financial Management
o Manages Budget HC & Cost to target
Team Leader - Financial Claims & Incentive Payments (April '10 - June '13)
• Handled a team strength of 24 - The team handled financial claims and incentive payments to the customers using SAP
• Monitored metrics, KPIs, Sigma rating & CAPA for the team and published Performance Dashboards to the senior management and customers on time.
• Conducted production planning for the team by work allocation/distribution and ensuring completion within specified SLA
• Participated in governance calls with customer to review process performance
• Ensured that all process related documentation complied to ISO requirements
• Drove FMEA for the process to identify risks and to take preventive actions
• Analyzed Volume, Value and Business drivers for the team
• Streamlined the process by system migration and process changes
• Motivated and drove the team to work on process improvements
• Worked closely with the team to identify their talent and to bring out their best
• Initiated Employee Engagement activities within the team
• Actively participated in several CSR activities
Senior Financial/Process Associate - India Financial Claims (April '08 - March '10)
• Worked as a Subject Matter Expert responsible for preparing/making changes to process documentation
• As an SME, coached, mentored, assessed and certified new joiners on the processes.
• Launched rebate programs for the channel partners and distributors of India consisting around 20, 000 partners
• Was part of process transition wherein the streamlining of the process was done with automation
• Worked with all the category and product managers for the program launch queries and requests
• Worked on various Quality Checks in the Process to make sure the payments were reaching the customers on time and without errors
• Reported process issues on time to ensure that the issues are resolved immediately
B.Sc Biotechnology, CMR Institute of Management Studies, Bangalore University (2003-2006)